ServiceNow AI Lens

  • Release version: Zurich
  • Updated March 20, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of ServiceNow AI Lens

    ServiceNow AI Lens is a component of the ServiceNow® Now Assist application that leverages generative AI to enhance workflows by scanning, extracting, understanding, and synthesizing data. It is designed to optimize your processes and improve productivity.

    Show full answer Show less

    Key Features

    • Data Analysis: Capture screens to analyze and utilize data effectively.
    • Configuration: Set up the ServiceNow AI Lens application to begin using its features.
    • Reference Materials: Access detailed information about components, roles, tables, and limitations related to AI Lens.

    Important Considerations

    Some features may be restricted for customers using FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, as well as self-hosted customers. Always check for feature availability based on your region, and avoid scanning sensitive personal information to protect data integrity.

    Key Outcomes

    By implementing ServiceNow AI Lens, customers can expect enhanced workflow optimization through AI capabilities. However, it is crucial to test the application for accuracy and appropriateness in specific use cases, especially in critical areas like healthcare and finance. Regular oversight of AI-generated outputs is recommended to ensure responsible usage.

    Data Processing and Collection

    This application requires the transfer of data to a centralized ServiceNow environment or third-party cloud services. Data handling adheres to ServiceNow's internal policies. Customers can opt out of data collection to improve and refine ServiceNow technologies at any time.

    With ServiceNow AI Lens, which is a ServiceNow® Now Assist application, you can use generative AI to scan, extract, comprehend, and synthesize data to optimize your workflows.

    Get started

    Important:
    • Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Don't scan any personally identifiable information, such as medical reports, financial reports, or other sensitive data, when using ServiceNow AI Lens as you don't want to expose the large language model (LLM) to any sensitive information.
    • ServiceNow AI Lens currently uses Azure OpenAI GPT-4o LLM.

    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect information about scripts (and associated script records) in which Now Assist for code generation is called. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.